Desktop Support Analyst

Desktop Support AnalystClient - R1 RCM Inc.Location - Atlanta, GAJob description:Provides L2 support to users of a large Insurance customer remotely or in house supportImprove usability of end devices and ensure that business users have a pleasant IT experience.Deliver exceptional customer serviceMust have good technical skillsMust have great and strong communication skillsStrong interpersonal communication and relationship-building skills.Resolve issues, or engage with the right team, to solve the issueShould own the issue, and end to end resolution.IT Support Duties and Responsibilities:Engage with employees for any IT issues and provide them satisfactory resolution.Customer service, ownership of the issue and, end-to-end resolution is the key.Install and configure software and computer systems.Troubleshoot and resolve issues with software or hardware.Walk colleagues or clients through steps to help them resolve their technical problems.Maintain procedures and reports that provide technical support to the entire organization.Analyze records and logs to spot underlying trends and potential issues.Support the implementation of new solutions or applications.Establish accounts for new users and assist with password or login problems.Test, evaluate, and make decisions about new technology for the business.Identify and fix LAN and/or WAN connectivity issuesWhere required escalate issues to relevant groupExperience in guiding user on the phone or chat and troubleshooting issues.Use remote connection tools, to identify and fix issues.Knowledge of ITIL processes? Incident, Change and Problem management.